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ITIL

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Somebody asked me recently how they could get a return on investment (ROI) from investing in ITIL. I found it really hard to answer the question, because of the way that they’d...
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As a young(er) sysadmin, I once tried to stand in the way of a major system rollout. The development effort for this new system had taken over nine months of effort, with...
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The ITIL 4 Foundation publication and exams were released in February 2019, and I hope that you have seen some information about this new version. But if you haven’t, then reviewing some...
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ITIL 4’s continual improvement management practice – remember, it was continual service improvement (CSI) in ITIL v3 – is a recurring organizational activity performed at all levels to ensure that an organization’s...
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The guiding principles are one of the most useful and practical parts of ITIL 4. If you share these principles with all your people, and use them when you’re making decisions, then...
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In the words of The Scarecrow in The Wizard of Oz: “If I only had a brain.” In some ways this describes the role of knowledge management in companies as a whole,...
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This year sees the publication of a new version of ITIL, the world’s leading best practice for IT service management (ITSM). The rollout of ITIL 4 will come in sections. In this...
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Be warned – I’m about to get all ITIL on you as I explain what ITIL's service transition is. A good place to start is that – it’s the phase of the...
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Update since publication: The latest version of ITIL – ITIL 4 – was released on Monday 18th February. To find out what is actually covered in the latest version, along with what...
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Update since publication: The latest version of ITIL – ITIL 4 – was released on Monday 18th February. To find out what is covered in the latest version, along with what has...
Keep reading >>